Strategic Account Manager

EML Payments

EML Payments is a global payments company, headquartered in Brisbane, Australia, and listed on the Australian Securities Exchange. We build secure, instant payment solutions that connect our clients to their customers, wherever money is in motion. Our products include banking, credit and disbursement services, earned wage access, gifts, incentives and rewards, and FX solutions. We operate in more than 25 countries, we combine the energy of a start-up with deep leadership experience

About the role

We are looking for a commercially focused Strategic Account Manager to own a portfolio of key Australian customers. You will be the primary commercial relationship owner, accountable for customer retention, portfolio performance, strategic growth, renewals and senior stakeholder engagement.

You will develop a clear view of each customer’s business, priorities, risks and growth potential. You will turn that understanding into practical account plans, executive engagement, qualified opportunities and coordinated action across EML.

This role suits someone who combines sound commercial judgement with disciplined execution. You will bring recommendations, not only issues, and lead customer outcomes across EML without taking ownership away from specialist operational and technical teams.
What you will do

• Own the relationship for a portfolio of strategic customers, accountable for retention, revenue and long-term growth
• Build and deliver account plans that set clear priorities, map key stakeholders and anticipate renewals
• Spot risks early and coordinate the right support across EML before they become renewal issues
• Develop trusted relationships from operational contacts to executive decision-makers, positioning EML as a strategic partner
• Grow existing accounts by identifying and converting upsell, cross-sell and product adoption opportunities
• Lead renewals, pricing discussions and commercial negotiations, protecting both the relationship and margin
• Run QBRs and executive reviews that end in clear decisions and next steps
• Track portfolio performance (revenue, margin, usage and pipeline) and keep CRM and reporting accurate
• Be the voice of the customer across Product, Operations, Finance, Risk and Compliance, and own the commercial side of escalations
• Contribute to team initiatives that improve how we work and engage customers

What you will bring

• Experience in strategic or key account management, customer success or a similar B2B commercial role
• Experience in payments, fintech, card issuing or another regulated environment
• A track record of retaining and growing complex, high-profile customers, including renewals and commercial negotiations
• Strong commercial judgement: you weigh revenue, margin, risk and delivery capacity to recommend the right course of action
• Confidence building trusted relationships and influencing stakeholders up to executive level, both with customers and internally
• An analytical approach, using revenue, usage and pipeline data to spot trends, risks and opportunities
• Clear, concise communication, from account updates to executive briefs
• A collaborative, ownership mindset, working across Product, Operations, Finance, Risk and Compliance to deliver outcomes
• Adaptability in a fast-moving payments and regulatory environment

What we offer

• Flexible, fast-paced dynamic working environment
• Global business landscape that connects you with colleagues working throughout Europe, USA and Australia
• Participation in the company bonus scheme
• Flexible working - Be empowered to work smarter, in a way that suits your lifestyle
• 12w Parental Leave, Birthday Leave, Volunteer leave & Paid Professional memberships.
• Additional week of annual leave when you take you leave allocation each year

About EML

EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities. 

As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs.
Our commitment to Equal Employment Opportunity

Integrated into our Core Values is EML's commitment to diversity, equity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and empowered to reach their full potential. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence. 

Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential. 

Offers are conditional on satisfactory pre-employment background screening, which may include a criminal record check. Any disclosures are assessed fairly and in line with local law.